Customer Support Manager

Hiring: Telehealth Patient Care Manager / Customer Success Manager Company: HeroMD & SanaDirect Location: Remote (Must work US hours) Position: Full-Time About the Role We’re looking for an experienced Telehealth Customer Success Manager to oversee patient care and customer support operations across two fast-growing US telehealth brands. This is NOT a traditional e-commerce customer support position. We need someone who genuinely understands the telehealth industry, has experience working with patients, medical providers, pharmacies, and prescription workflows, and knows how to build and manage a high-performing patient care team. You’ll be responsible for ensuring our patients receive excellent service while making sure our operations run efficiently as we scale. Responsibilities * Patient Care Operations: Oversee the entire patient support journey, from initial consultation and prescription approval through medication fulfillment, refills, and ongoing care. * Team Management: Manage, train, and hold our patient care/customer support representatives accountable for performance and quality. * Telehealth Workflows: Understand and manage issues involving prescriptions, medical consultations, pharmacy fulfillment, refill requests, and provider escalations. * Patient Retention: Improve patient satisfaction, reduce cancellations, and optimize the refill and subscription experience. * SOP Development: Build and implement clear patient care procedures, escalation protocols, and quality assurance systems. * Medical Coordination: Work closely with our medical providers, pharmacy partners, and internal operations teams to resolve patient issues. * Compliance: Ensure patient communications and support processes follow HIPAA requirements and appropriate healthcare protocols. * Performance Management: Track response times, resolution rates, CSAT, retention, and support team productivity. * Escalations: Personally handle complex patient situations when needed, including medical-related complaints that require escalation to licensed clinicians. Requirements * 3+ years of experience in US telehealth, digital health, or prescription-based healthcare operations. * Previous experience managing a patient care, customer success, or healthcare support team. * Strong understanding of the US telehealth patient journey, including consultations, prescriptions, pharmacies, and medication fulfillment. * Experience with EHR/EMR systems, healthcare CRMs, and support platforms. * Working knowledge of HIPAA and patient privacy requirements. * Experience with subscription-based healthcare or recurring medication programs is strongly preferred. * Excellent written and verbal English communication. * Highly organized, proactive, and comfortable managing operations in a fast-growing company. Strongly Preferred Experience working at companies such as Hims & Hers, Ro, LifeMD, Henry Meds, or similar direct-to-consumer telehealth businesses. Experience supporting GLP-1 weight management, men’s health, or other recurring prescription treatments is a major plus. What We’re Looking For We want someone who can own our entire patient care operation, not someone who simply manages tickets. You should be able to identify operational problems, improve patient experience, build systems, train a team, and independently resolve issues across our telehealth ecosystem. If you’ve never worked in telehealth or healthcare patient operations before, this role is not a fit. How to Apply Please include: 1. Which telehealth or healthcare companies have you previously worked for? 2. How many patient care/customer support representatives have you managed? 3. What experience do you have with prescription workflows, pharmacy coordination, and medical provider escalations? 4. What systems (EHR, CRM, helpdesk) have you used? 5. What is one significant improvement you’ve made to a patient care operation?